Service Desk Analyst

Overview

Level 1 IT service desk role providing technical support to employees and clients across calls, email, chat and ticketing systems.

What you'll do

• Provide Level 1 technical support to employees and clients through calls, emails, chat, and ticketing systems.
• Identify, troubleshoot, and resolve hardware, software, and network-related issues.
• Log, track, prioritize, and manage IT support tickets.
• Assist users with system login, password resets, email configuration, and application access.
• Troubleshoot Windows operating systems, MS Office, printers, and other IT applications.
• Diagnose basic LAN, Wi-Fi, VPN, and connectivity issues.
• Escalate complex technical issues to L2/L3 support teams when required.
• Monitor open tickets and ensure timely resolution within defined SLAs.
• Maintain proper documentation of incidents, resolutions, and troubleshooting procedures.
• Assist with software installation, system configuration, and basic IT asset management.
• Provide remote support and guide users through technical troubleshooting steps.
• Ensure a positive user experience through effective communication and timely support.

What you'll need

• Basic knowledge of Windows operating systems.
• Understanding of computer hardware and software troubleshooting.
• Knowledge of networking fundamentals (LAN, WAN, TCP/IP, DNS, DHCP).
• Basic understanding of MS Office and Outlook.
• Knowledge of Active Directory and password management.
• Understanding of IT ticketing systems and incident management.
• Basic knowledge of VPN and remote desktop support.
• Good verbal and written communication skills.
• Strong troubleshooting and problem-solving abilities.
• Ability to handle multiple support requests simultaneously.

Details

• Location: Noida, Uttar Pradesh, India.